brand attracts… engagement retains! attracts... · engagement culture at both organisational and...
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Presented by:
Mike Williams, Senior ConsultantWilson Learning Worldwide
Celebrating 50 Years!
Brand Attracts…Engagement Retains!
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Orlando, Florida
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Challenge you to think about engagement in an actionable way!
The Business case for engagement The 5 elements that leaders can affect
to enable engagement in their organisation
Clarity about ways that you can make a difference in your organisation.
Purpose, Process, Payoff
Process
Payoff
Purpose
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78% of business and HR leaders rate Retention and Engagement as urgent or important
79% believe they have a significant retention and engagement problem
Schwartz, Bersin & Pelster (2014). Global Human Capital Trends 2014: Engaging the 21st-century workforce
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You can’t have engaged customers without engaged employees.
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Business Results
EmployeeEngagement
Customer Engagement
Results
* American Society of Training & Development (ASTD) report entitled, “Learning’s Role in Employee Engagement”
• 13% IncreaseNet Income
• 19% IncreaseOperating Income
• Almost 28% Increase
Earnings per Share
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What Business Are We In?
“The energy business—human energy”
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The Choice Model
80-90% 5-15%
5-15%
Proactive
CHOICE
ReactiveInactive
• Pseudo complying • Waiting and seeing• Disengaging
• Fully committed• Participating• Willfully complying
• Grudgingly complying • Resisting• Motivated to get even
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What influences the choice of engagement??
A sense of opportunity
Clear focus and expectations
A demonstrated interest in employees
Feeling informed
Involvement with others in authoring the future
A leader’s example
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Being a positive role model for the beliefs, practices, customs, and behaviours you want shared by all members of the organisation.
Encouraging people to understand and share those same beliefs, practices, customs, and behaviours
Leadership’s Role
The role of leadership is to actively and intentionally work to create a culture of engagement.
You do this by:
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Definition of Work Culture
Culture occurs when your organisationshares certain beliefs, practices, customs, and behaviours that are common to the majority of employees.
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Creating a Culture of Engagement
Opportunity Personal Accountability Connectedness
Inclusion Validation
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The Element of Opportunity
Engagement happens when people feel they are part of something important, and have something to believe in.
Opportunity
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Leadership needs to focus on creating what they want
What the potential is for the organisation? “Realistic Optimism”
Opportunity: Key Points
Leadership needs to communicate Vision/Mission/Strategy statements
How good can we get? Clarity of direction and alignment
Leadership needs to connect individuals value contribution
What is the individuals value contribution? Individual and organisational potential
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Engagement happens when people are expected to give their best and know what they are being held accountable for. When this is the case, personal accountability increases.
The Element of Personal AccountabilityPersonal Accountability
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Personal Accountability: Key Points
Leadership needs to focus on Goals
Performance Goals Behavioural Goals
Leadership needs to overtly articulate expectations
Hold individuals accountable Individuals can hold themselves personally accountable
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The Element of Connectedness
Engagement happens when people feel connected with each other, focus on mutual interest, and operate with shared responsibility.
Connectedness
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Connectedness: Key Points
Leadership needs to establish trust
Trust of leadership/organisation Support from colleagues
Leadership needs to foster a mindset of collaboration
Mutual interests Shared responsibility
Leadership needs to facilitate high level of connectedness
Eliminate silos Within the team and organisation
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The Element of Inclusion
Engagement happens when people are well informed and involved, and have an opportunity to openly express thoughts and feelings. Simply stated, people want to feel “in” on things.
Inclusion
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Inclusion: Key Points
Leadership needs to openly include employees
Including employees creates engagement
Suppressed communication naturally create disengagement
Systems need to ensure information is flowing
Information flow is not solely dependent on the leader
Information sharing is occurring at all levels
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The Element of Validation
Engagement happens when people feel that they matter—that they have a valued place in the organisation.
Validation
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Validation: Key Points
Leadership needs to show interest in individuals
Personally support, reward and develop employees Systems in place
Leadership needs to ensure people feel like the “matter”
“Acts of Interest” Respect even those employees that leave
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Focus on the 5 Elements of an Engagement Culture at both Organisational and Leadership levels
Assess the skills of your leaders to develop a culture that engages employees and ultimately customers
Identify the gaps and the specific skills needed to promote a culture of engagement
Create a plan to address the skill gaps in individuals and leaders
Address organisational issues needed to support a culture of engagement
Key Points
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Using the Audit
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Wilson Learning Core Capabilities
Systems
SALES, LEADERSHIP & INDIVIDUAL EFFECTIVENESS
HUMAN PERFORMANCE IMPROVEMENT
Learning
Services
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Brand Attracts…Engagement Retains!
Celebrating 50 Years!